Management / supervisor needs to give me feedback.

Dear Sir/Madam,

I am writing to lodge a formal complaint regarding Supersonic .

On the 16th of March at 9:18am and 24th at 9:33am of March 2026, I requested for a cancellation on my contract, and I got a confirmation email on the 24th of March at 9:33am to say they received my request. Since the day of the cancellation no communication was received from supersonic and on the 29th of May 2026, I called supersonic asking them to reinstall the internet services and the consultant said I need to pay an amount of R549.00, I then made an immediate payment into a Standard Bank account.

On the 1st of June I called supersonic to reinstate my internet connection the consultant I spoke to told me it takes 7 to 14 days for the reinstallation.

Took all my details and verified that all the information was correct. That I was an existing customer, He generated a WhatsApp for me to send the router serial number and said it might be faster since I'm an existing client and he uploaded everything on the system.

1. I have spoken to multiple agents since the 1st of June calling each day for the reactivation.

I spoke to Ofentse on the 7th of June at 9:03am and I told her my situation, she then told me about the waiting period of 7 working days, and she asked me, “according to my calculations is it seven working days”? I then explained to her that my worry is the SMS I got from VVM Debt Collectors stipulating that Supersonic has handed me over to VVM, she told me to hold on and came back and said her supervisor said I should ignore the text she will follow up with my internet connection. 2. Kwanele on the 9th of June at 10:50am, tells me that a technician was trying to get hold of me on the 6th of June, yet I did not receive any calls or missed calls from supersonic. I received a text from VVM debt collectors stating that supersonic has handed me over to them because I have not paid them yet, there was no communication from supersonic prior the 29th of May and when I called them and they informed me about the outstanding amount I paid it immediately, and the consultant I spoke to on the 29th of May did not mention anything about me being handed over, yet they manage to send my name to debt collectors.

3. I called again on the on the 9th of June at 10:58am, Boitumelo tells me they can’t verify my address that is why my connection is delayed, but the very same company sent me a confirmation of my order stating my address and every time you call inn they ask you for your name, surname, Id number, cell phone number and residential address?? for security purposes that I confirm and say it out to them every time I call?? But Boitumelo says that to me.

4. I asked to speak to a supervisor and Boitumelo gets me a lady called Nene (not sure if she was the supervisor) who said that she's the one who's going to send an email to Metro Fiber apparently the delay is from their side she will then call me back at 14:30 after her lunch break. She called me at 14:45, saying the email she sent through to Metro Fiber is still pending she will call me back on the 10th at 8:30am, it's the 10th of June at 11:57 Nene has not called me back regarding my internet connection.

5. After I spoke to Nene on the 9th I took it upon myself to call Metro fibre just to confirm if the problem is on their side as I don't trust supersonic because every individual you speak to the story changes, the agent from Metro fibre said the lines are working fine the status is on NOC supersonic is supposed to do the configuration on their side.

6. I called supersonic and Tumelo at 15:25 who didn't want me to speak to the supervisor like the rest of the agents he wanted to assist me and told me to switch off the router for 30 min and he will call me back its now the 10th of June 12:05 I'm still waiting for Tumelo to call me back.

7. Called supersonic at 16:42 on the 9th spoke to Sindisiwe Mkhize who was unprofessional and addressed me as "my sister" yet she can see my names on the system she could have just addressed me with one of my names but she choose to call me “my sister” she then informed me to wait 7days, and that the supervisor won’t assist me even if she transfers me to her!

8. On the 10th of June at 8:47am, I spoke to Ayanda who then told me to restart my router however it’s still not working she then logged a ticket that said Metro Fiber will assist me, I called Metro fibre and they asked me if the fibre box is on and they advise me to call supersonic to assist me as the problem is not on their side but supersonic, non- of the agents from supersonic knows what’s going on with my line yet they keep on telling me to wait 7 days, what must I wait for exactly? This is the text I received: Supersonic Update: Great news! Your fibre line for order SSL***7 is now active. Please set up your router and enjoy your new connection!

9.I'm still waiting for the supervisor to get back to me; all the agents have been telling me that they have sent them an email to get back to me till to date the supervisor has not contacted me. Apparently, I cannot speak to the manager before the supervisor.

10. Finally on the 10th of June at 12:45 I spoke to Sizwe Ndlela a big complement to him who sorted my internet without any attitude or excuses, that was the day I finally got connected!!

SUPERSONIC HANDED ME TO VVM DEBT COLLECTORS

Now I keep getting SMS from VVM stating that I own supersonic and that I need to make payment I then called the debtor collects and asked them what are they referring to, because according to my knowledge I have no communication in writing or telephonically stipulating that I owe supersonic any funds, they then gave me an email address to send through proof of payment that I made on the 29th of May 2026, I emailed the proof through to them on the 09 June at 10:23 and on the 02 July at 12:40.

At 08:57 I spoke to Constance I told her to give me proof when I was handed over to them she said she cant give me anything in writing however on their system it shows that they got my details from supersonic on the 1st on June, I then explained to her that I wont pay any amount to them because I was not informed of the process that was followed and no communication from supersonic and that I made the payment on time, she then informed me that she will log a ticket on my behalf on her side informing supersonic to assist with the matter. Which she said it takes about 7 to 21 working days to be resolved.

After I spoke to Constance from VVM I then called supersonic I spoke to Boitumelo at 09:35 she logged a ticket for me Ticket number: SST***. On the 2nd of July, 29th of July spoke to Refilwe at 09:21, and the 4th of August I keep on calling for follow up.

On the 4th of August at 13:32 I spoke to Alisha from VVM she then called her Manager Keith, and he promised to give me a call back on the 7th of August after he said he will escalate the matter with supersonic till to date Keith has not called back. I called supersonic and spoke to Boitumelo at 13:50 on the 4th of August who put me on hold several times saying one her supervisor is on lunch and the other supervisor is speaking to a client over the phone her exact words where: “I promise you my supervisor will call you back today and assist you” none of her supervisor called me back on that day. Then on the 7th of August at 14:33 I called supersonic and I spoke to Busisiwe Mondi, she was nonchalant didn’t care and I lost my cool with her I was shouting at her and she eventually went to speak to her supervisor when she came back to the phone Busisiwe Mondi made a fool of me and pretendent that she could not hear me she kept on saying “hello, hello mam I can’t hear you “she then processed to hang up the phone and did not return my call even though she had my contacts on the system.

I called back on the same day and I spoke to “Kaytee” I couldn’t hear her name properly she said I can call her Kaytee Green, she asked me to email her proof of the SMS’s that I keep on getting from VVM and she was the only person who actually got hold of the supervisor and I finally spoke to Lerato Mokwena at 15:15,

I spoke to Lerato Mokwena and my request is very simple: 1. When and how did supersonic contact me to inform me that I owe them? 2. Was it prior the 29th of May or after the 29th of May? 3. If it was prior the 29th of May with proof, I will gladly make the payment since well I am utilizing their services. 4. If it’s after the 29th of May, can they be so kind to resolve this matter as soon as possible I’m not willing to wait for 21 days for the matter to be resolve as I have been struggling with them since the 1st of June the 21 days has long passed! 5. Oh, and when I spoke to Busisiwe she said how is it possible that supersonic handed me over to VVM, yet I have an active account with supersonic according to her that’s not possible, I told her I don’t know how they operate she needs to tell me not ask me questions I have no answers too. 6. Busisiwe mention in passing that my account is in arrears with four hundred and something when I asked her for what, she didn’t want to elaborate. 7. When I spoke to Lerato Mokwena she said I must pay what I “owe” VVM so that I get a paid-up letter, I felt like she really didn’t want to go through proper channels to assist me, the easy way is for me to just pay so that people can move on with their lives! 8. When I elaborated my story to her, she then said to me she doesn’t have all the answers she will get one of the consultants from the accounts departments the 7th of August to call me back to answer my questions. 9. Why is my account in arrears with four hundred and something? I sometimes make payments on the 25th of the month for example on the 2nd of July I paid then on the 24 of July I paid again yet my account is in arrears?

In closing Lerato Mokwena has not called me back or anyone from the accounts department it’s the 12th of August today I sent her a follow up email which she did not respond to, I’m asking for someone who has time to answer my questions, assist me if I need to pay then I make the payment because VVM said that every month there’s a change on the account and for every communication they charge me, can this matter be resolved as soon as possible so that I can move on with my life.

Thank you.